Tourism. Trends. Tactics. Technology.

February 11, 2019

A few years ago, a handful of Panera Bread locations shifted to a "pay what you can" model to test a concept that would encourage patrons to pay a little more, knowing that they'd be paving the way for area homeless and poor to get a meal.

Kudos to the company for attempting such a bold experiement...and for allowing the financial hemorrhaging to go on for six years.

But, later this week, the Boston location (the last one of the test stores) will shut its doors.

Guess we just can't withstand the temptation to get something for nothing...

According to the story in the Plain Dealer, the four remaining locations are becoming a bonafide tourist draw (especially during Lent). According to the owner of one: "It’s almost like a cult. They love the fish (but) also reliving their memories coming here with their parents or grandparents.”

He goes on to say: "We've had people call from around the country to see if we do mail order. One guy from Oregon wanted me to mail him four dozen fish & chips dinners -- I wouldn't know how to even do that."

November 01, 2018

That was a line from my wild, misspent youth, when hard rock overtook the land.

The science of the effects of audio on the dining experience followed and, last decade, some restaurants began to ramp up the beats per minute and the volume to encourage faster eating (it worked), which resulted in at least one extra table turn a night.

Now, smart restauranteurs are looking for ways to tone down the sound (often in funky spaces that inadvertently amplify sound) to enhance the experience. Better conversations ensue. Healthier work conditions for staff.

August 20, 2018

I gotta be somewhat careful here, as there are members of my extended family that feel passionately about organic and vegan options for their lifestyle. And, I'm good with that. I've made several shifts in my consumption to be more vegan as a result of their recommendations. All good...and thank you.

But, let's be clear. Organic is stuff that isn't rock. That the word is supposed to convey other meanings is a challenge. And, it's one being dealt with by the Bareburger chain.

Bareburger has long claimed to be organic...but a recent challenge from a customer has rocked the company. Apparently, some of the meat served there is 80% organic. And the mayo and tomatoes weren't. But...restaurants aren't held to the same standards as other companies when it comes to just how organic is organic.

But, here's the classic bit from this story. Another restaurant that built its trade on being organic says they have no interest to be certified as such. “It is our own transparency and integrity that makes us organic, and not someone that puts the label,” Vladimir Grinberg said. “I don’t think the government knows more about food than we do.”

August 08, 2018

The evolving debate over the custom of tipping often plays out in major cities facing $15/hour pay mandates. So, it's refreshing to see a restaurant in tiny Delta WI get international exposure through a Skift piece on the evolution of the practice.

Realizing that servers could, on a great weekend, walk away with $400/night during peak season (while line cookies wouldn't break $100), Delta Diner's Todd Bucher said no mas. And, he added the tip to the bill.

There was no discernable push back from customers because, in the end, they didn't feel a financial hit on the final bill.

Bucher expects a 30 to 40 percent growth in revenues within five years after eliminating tipping. He says staff turnover is down dramatically and he expects his once 5 percent profit margin will eventually hit 13 to 15 percent with this new operational structure.

July 24, 2018

First off, what POS would report a 13-year-old kid for selling hot dogs in a neighborhood? As a true believer in karma, there's a special place waiting for that individual.

But, what happened next is pretty freaking cool.

According to the CNN story, Jaequan Faulkner had been cooking hot dogs outside his home in North Minneapolis to raise money for new clothes. The Minneapolis Department of Health got the call and, instead of shutting him down, worked with him to get a permit. As Minneapolis Environmental Health Director Dan Huff said. "Let's make this a positive thing and help him become a business owner."

While it appears the snafu was caused by a supply-chain switch to a new carrier, it still was up to KFC to apologize to its customers. And, I can't think of a more hilarious way of saying they FCKd up (click on the image to read the full-page ad they ran last week).

December 07, 2017

Forgive me if this surprised me...but Waffle House just nailed a moment.

The venerable roadside attraction experienced a customer service malfunction recently when a patron ended up whipping up his own late-night snack while the scheduled staff slept. And, then posting the images on Facebook to prove it.

Once the incident went viral, Waffle House nailed it. After apologizing to "Alex," they said..."For safety reasons, our customers should never have to go behind the counter. Rather they should get a quality experience delivered by friendly associates. We are reviewing this incident and will take appropriate disciplinary action.

In a related note, obviously Alex has some cooking skills, and we’d like to talk to him about a job since we may have something for him."

September 05, 2017

Great companies make their customers feel great. Most companies, however, make their customers grit their teeth.

While they won't open at home this Sunday, the Atlanta Falcons are poised to delight their fans next weekend with something more than just a championship-calibre team and a brand new stadium. Fans will also find $2 sodas, $2 hot dogs and $5 beers.

Those aren't typos. Those are a purposefully thoughtful move on the part of really smart managers to remove as many irritants from the customer experience as possible (see the Skift interview here with Falcons' CEO Rick McKay). And, being gouged for $8 hot dogs and $12 beers is one of the biggest turn-offs for fans who have already paid a shit-ton for tickets to see grown men risk brain injury.

Will they make it up in volume and increased merchandise sales? Maybe...but that wasn't why the Falcons (who could have been expected to have the highest concession prices to help offset the costs of the new stadium) did it. They did it because they don't want fans gritting their teeth on the way home. They did it because they want their fans to love them even more than they already do.

Pivot to Wisconsin's new Sand Valley Golf Resort, featuring a physical plant so stunningly beautiful that this non-golfer might just take up the game. Like NFL game tickets, it certainly ain't cheap to play Sand Valley. And, the rooms at the Lodge aren't either. But, food prices at the concession stand and the on-site restaurant are beyond reasonable. Maybe even a bit lower than one would expect.

The GM there told me during my tour there a few weeks ago that this, too, was a thoughtful decision on the part of ownership and management. And, they've been getting compliments all summer on the level of customer care their golfers are getting...well beyond the opportunity to play one of America's truly great new courses.

It's something we all need to consider in our businesses...or as DMOs advise their partners: Are the few extra dollars we can extract from a price weary consumer worth their possible reaction to choose some other experience next time?